Bob,
One other thing that Figure Head could do would be to possibly cultivate a mentor in the food chain above his boss. After a working relationship is established, Figure can gently introduce the ideas and issues WITH at least one solution to each issue. He must also make it clear to his immediate, in-effective boss that he is in a mentoring relation with the boss's boss... to prevent being blindsided or blindsiding his boss.
He'll probably have to pull out the old "for the good of the company", "for professional development" and similar justifications.
Hopefully, over the course of the mentoring, the Big Boss will ask for Figure's views, and he should state them in a neutral, non-judgmental way. Let the Big Boss make the judgements. Things could change......
-h

Gosh, this one hits close to home. I don't like your advice (deal with it LOSER!) but I have not had any better ideas or advice either.

Since he's already tried several times to have that all important conversation, and even her managers are having problems getting her to see the light, he'll need to leave before his brain atrophies... :)

I agree with Bob that this is a VERY tough nut to crack. However, one idea does comes to mind.

Use your scenario of being unable to service customers as the basis for another discussion. Within this context, elaborate on "your" problem of not being able to take care of customer inquiries and needs. Be ready to provide specific examples of what's happened and how the operational side of the business was affected. If the situation was significant enough, you might even do a simple cost analysis.

Ask for your boss' advice and guidance on how to resolve the problems you've encountered. By focusing on you, you're more likely to get her buy-in and cooperation on changes that she needs to make to support resolution of the real customer service problems you're encountering. This certainly isn't a quick fix, it may allow you to get your foot in the proverbial door. Over time you may make some headway in other areas.

Contrary to what you may think, this is ALL about her self-confidence (or lack thereof). Her trust in the skills and competencies of subordinates and her willingness to effectively delegate to them is directly proportional to her own self assurance. Unfortunately that's something which is virtually impossible for you to affect.

I speak from the perspective of the "bad boss." Observation of similar behavior in other people triggered my own recognition that I was the problem. Fortunately for me, and my folks, I pro-actively worked to rectify the problem.

Hope this helps with your predicament.

Figure-head - you are in a difficult place. My boss has moved beyond merely controlling everything to making the work environment hostile. This at least gave me the ability to bring in some outside help which I was not allowed to do previously. It has also spawned a re-org which 'might' do the department some good at the same time as it makes much a-do about nothing. I have learned that Respect, and Setting Boundaries, are key to keeping your own self of job satisfaction and self worth. I haven't left the job yet, but I've been the force for change - hopefully for the good of the people involved and the corporation.

Time to move on, sport. The problem(s) may be hers, but you're the one who wants change. As far you describe she and her bosses are "satisfied" (maybe not thrilled, but satisfied) with the current situation.

Unless you can have a heart to heart to her, focusing on what YOU need to work within your job description, the easiest change for all is for you to move on. If you can explore other positions in the company, talk to her, express your desire, and ask her candidly if she would a) support you in a lateral move, and b) give you a good recommendation. If the answer to either is no, discuss why. Maybe the factors she could list against a sterling recommendation will touch on the issues you're frustrated with.

The bottom line to my suggestion is that you can make clear to her that you're interested in career growth, not retraining her ... that you're interested in doing all that you can do in a position, not what she's keeping you from doing ... that you want to find a position somewhere, AND you're giving her a voice in this endeavor of yours. Of course, if there's nowhere in-house, you are looking elsewhere, and asking her buy-in on that might be career suicide. Your mileage may vary. Best of luck!

I think that David Spaulding has made a very good point. Work to see whether you can make a lateral move.

Otherwise, move out. You've an advantage that I never had with bad bosses and career stagnation - you have the title of manager already (just none of the power). That way, as a manager you can get new and better management jobs. Go find someplace that you are allowed manage and grow.

(I was always the "techie" or analyst, and therefore nobody would give me the management job that I craved. Every employer wanted to hire a manager for a management slot. I finally, after 10 years was just recently able to break that mold, and am making sure to delegate, and NOT be any of the bad bosses that I have had. I credit Bob Lewis' "Leading IT" and his columns, and all of your responses for some part of my recent success.)